Client Spotlight

Zendesk: Automating Equity Plan Workflows

Find out how Zendesk streamlined equity plan workflows, reducing inefficiencies and simplifying stock plan management in the process.

With over 5,000 employees across more than 20 locations, Zendesk helps businesses level up their customer service. After going public in 2014, they transitioned back to private ownership in late 2022, prompting a re-evaluation of their equity plan administration.

 

Although their legacy provider supported private companies, Zendesk felt that the platform lacked key functionality. Looking for a stock plan platform with advanced technology, they turned to Morgan Stanley at Work.

Seeking Enhanced Functionality

Following their return to private ownership, Zendesk remained committed to offering equity awards to help attract and retain talent. As such, the company decided to offer stock options to their global workforce through an equity incentive plan.

 

While their previous stock plan provider could support private companies, they fell short in core areas. Beyond requiring cap table management geared specifically toward private company needs, Zendesk’s equity team wanted enhanced reporting, a more intuitive participant experience and greater workflow automation.

 

Additionally, Zendesk was also looking for a stock plan platform that could connect their data across multiple disparate systems. After assessing their options, Zendesk realized the Morgan Stanley at Work Shareworks platform could deliver all the features they sought—and more.

With a lean equity team, Zendesk is heavily focused on automating workflows—and Shareworks is a leader in this space. We can create custom reports using whatever formula we choose. We can pull data directly from Workday in real time. We can work with multiple currencies and configure process flows with the press of a button. We love the flexibility Shareworks provides to us.
Tyrell Siagi, Senior Equity Plan Administrator, Zendesk

The Automation Advantage

Receiving stock options from a private company is quite different than owning public company shares. Zendesk understood that this shift could affect participant engagement. With Shareworks, however, they found a way to both enhance the employee experience and streamline plan administration.

 

For example, employees gained full visibility into their equity awards, as well as access to robust educational resources and personalized financial guidance. Through an intuitive dashboard, employees can now scroll through a library of financial wellness content designed to help them meet their short- and long-term goals. Driving a greater understanding of the Zendesk equity program has played a key role in boosting employee engagement and participation.

 

At the same time, Zendesk relies heavily on the flexibility of Shareworks to automate workflows, streamlining report generation, payment calculations, currency conversions and transaction monitoring while reducing manual lift and risk.

Boosting Productivity

Using the Morgan Stanley at Work Shareworks platform, Zendesk has created customized workflows that deliver a range of benefits, including:

 

  1. 1
    TIME SAVINGS

    Automated payroll reports now take seconds to generate and allow filtering of unique parameters, such as terminations, currencies, employee or award type. This saves them one to three days of work each month — for just this single report.

  2. 2
    IMPROVED ACCURACY

    Using spreadsheet formulas introduces the risk of error and the potential for compliance missteps. With audit-ready reporting functionality, Shareworks has helped Zendesk strengthen their data integrity and transparency.

  3. 3
    EMPLOYEE SATISFACTION

    With the ability to centralize data in one secure place, Zendesk can now monitor participant engagement, deliver equity training and resources geared to participant needs, and send customized communications.

Our Morgan Stanley at Work Relationship Manager helps us access the right support, resources and personnel whenever we need them. This was especially evident in helping us secure educational resources for our employees. As Zendesk continues to grow, we feel confidently supported by Morgan Stanley at Work to make the most of Shareworks and all the benefits it offers.
Tyrell Siagi, Senior Equity Plan Administrator, Zendesk

A Team Approach

As Zendesk’s needs evolve, so does their collaboration with Morgan Stanley at Work. With automated workflows, robust platform functionality and dedicated support, Zendesk is positioned to scale with confidence, offering an equity experience that engages employees and powers business performance.

Related Stories

Discover more unique perspectives to motivate your employees and fuel your business.

This case study is provided for illustrative purposes only and may not represent the experience of all clients. Individual results may vary. NOT ALL PRODUCTS AND SERVICES ARE AVAILABLE IN ALL JURISDICTIONS OR COUNTRIES.

Zendesk is not affiliated with Morgan Stanley Smith Barney LLC.

Opinions expressed by the featured individual are solely his or her own and do not necessarily reflect those of Morgan Stanley Smith Barney LLC. Content and services available to non-US participants may be different than those available to US participants.

Employee stock plan solutions are offered by E*TRADE Financial Corporate Services, Inc., Solium Capital LLC, Solium Plan Managers LLC and Morgan Stanley Smith Barney LLC (“MSSB”), which are part of Morgan Stanley at Work.

Morgan Stanley at Work services and stock plan accounts are provided by wholly owned subsidiaries of Morgan Stanley. Morgan Stanley at Work stock plan accounts were previously referred to as Shareworks, StockPlan Connect or E*TRADE stock plan accounts, as applicable.

In connection with stock plan solutions offered by Morgan Stanley at Work, securities products and services are offered by MSSB, Member SIPC. All entities are separate but affiliated subsidiaries of Morgan Stanley.

The laws, regulations, and rulings addressed by the products, services, and publications offered by Morgan Stanley and its affiliates are subject to various interpretations and frequent change. Morgan Stanley and its affiliates do not warrant these products, services, and publications against different interpretations or subsequent changes of laws, regulations, and rulings. Morgan Stanley and its affiliates do not provide legal, accounting, or tax advice. Always consult your own legal, accounting, and tax advisors.

© 2025 Morgan Stanley. All rights reserved.

CRC#4794842 (11/2025)

 

View Disclosures Close Disclosures